Frequently Asked Questions

You have questions, we have answers! Read below to some answers to our most frequently asked questions. Don’t see the answer to your question? Shoot us an e-mail to resv@lonestarexecutivelimo.com or give us a call at (888) 377-7232. You can also send us your question via our Contact Us page, or by clicking the red circle at the bottom right of your screen to connect to a live operator!

HOW CAN I MAKE, VIEW OR MODIFY MY RESERVATION?

For those customers that have registered on LoneStarExecutiveLimo.com, select Login to reach your account home page to book, view, modify and cancel reservations. For new customers, create a new account by selecting Register on the homepage.

For immediate assistance modifying or cancelling a reservation, Lone Star Executive Limousine reservations agents are available 24/7 at (888) 377-7232, or (832) 585-7338 for calls outside the US and Canada.

After any modifications or cancellations, Lone Star Executive Limousine sends a confirmation to the e-mail for that reservation.

WHAT ARE THE BENEFITS OF CREATING A CUSTOMER ACCOUNT THROUGH LONESTAREXECUTIVELIMO.COM?

Building a profile in Lone Star Executive Limousine’s online reservation system makes booking trips with us even easier and faster.

HOW FAR IN ADVANCE DO I NEED TO BOOK A RESERVATION?

To ensure we will have a vehicle available when you need it, the farther in advance of your travel date that you can book, the better. Lone Star Executive Limousine also strives to accommodate even same day, last minute reservations. Call when you’re ready to book, and we will do everything possible to meet your needs.

Great question! Lone Star Executive Limousine is a brick-and-mortar company, and everyone here, especially our chauffeurs, is an employee; while we provide chauffeured transportation, Lone Star Executive Limousine is not an on-demand transportation or transportation network company provider.

Because Lone Star Executive Limousine does not provide ODT services, we require at least two hours’ notice for any reservation, though we will do our best to accommodate your request.

WHAT IS LONE STAR EXECUTIVE LIMOUSINE'S BILLING PROCEDURE?

Reservation Confirmation: After purchasing services from Lone STar Executive Limousine, you will receive a reservation confirmation email. The charges contained in your confirmation are calculated based on the information provided to us at the time of the reservation, and are intended to serve as a good faith estimate only. The final trip total will be calculated based on duration of travel time, tolls, parking, taxes, and additional charges, where applicable.

Pre-Authorizations: Thirty-six hours prior to your trip, Lone Star Executive Limousine will request a preauthorization of your credit, debit, or prepaid account for the estimated total of your reservation confirmation, and an additional 30% of the total. A preauthorization is a “hold” on funds from your bank account drawn by Lone Star Executive Limousine when we initially take your account and payment information, but have not yet processed the final charge(s) for your trip. The preauthorization guarantees that the provided account information has the available funds to pay for the services purchased from Lone Star Executive Limousine, an dis removed when processing the final total. Your trip may be cancelled if we are unable to request a preauthorization from the provided payment information prior to your trip.

Final Total: The final trip total is calculated after the vehicle returns to our facilities and will be reflected on your provided payment information within 48-72 business hours after the completion of the trip. If you do not receive a final receipt, please contact our Accounting Department at (888) 377-7232 x3 or accounting@lonestarexecutivelimo.com.

Please note that you may experience one of the following situations as a result of the pre-authorized charged on your payment information:

Your bank statement may temporarily reflect a “double-billing” or multiple payments to Lone Star Executive Limousine for the same charges.

While your bank does not decline a payment to Lone Star Executive Limousine, your bank still may place a hold on certain funds in your bank account.

Although Lone Star Executive Limousine may decline your payment information, your statement may continue to show that a payment to Lone Star Executive Limousine is pending.

Lone Star Executive Limousine is not responsible for any service fees or charges you may incur when authorizing the provided payment information.

HOW IS THE FINAL TOTAL OF MY RESERVATION CALCULATED?

Below are types of charges that may represent your final trip total for purchasing Lone Star Executive Limousine services. While the estimated total on your reservation confirmation includes base rate, gratuity, and administration fees, some charges may not apply when calculating your final total.

Administration Fee: This charge refers to a very small fraction of varying operation costs of handling and monitoring the reservation, imposed by municipal, state, and federal governments, agencies and commissions, including airport, regulatory, licensing and other fees.

Airport Fee: This charge represents airport parking fees incurred by Lone Star Executive Limousine for all airport reservations. This flat fee differs depending on vehicle type, with a minimum of $3.75 and a maximum of $18.00. This fee is subject to change without notice, as Lone Star Executive Limousine has no control over if and when increases will be imposed by various governmental agencies.

Base Rate: This charge represents the cost of the purchased vehicle at the hourly minimum of your reservation. Hourly minimums may vary, depending upon the type of reservation. For example, flate rate reservations have a set hourly minimum, versus an “As Directed” or hourly reservations. See Hourly Minimum for more information.

Early morning/late night surcharge: For all reservations scheduled between the hours of 11:00 PM and 5:00 AM, an additional charge of $25.00 will be applied to the base rate of the reservation.

Extra stop fee: For any stops requested of the chauffeur during the reservation that i snot included on your reservation confirmation, an extra stop charge will be incurred. In-route extra stops in the same town are $20.00 each, and in-route stops in a different town are $30.00 each. Out of route stops are calculated on a trip-by-trip basis. Flat rate reservations can add up to three additional stops before being converted to an hourly reservation.

Fuel surcharge: The fuel surcharge is based on the average cost of fuel at the time of the reservation, as reported weekly by the Energy Information Administration, a statistical agency of the U.S. Department of Energy. This charge will therefore increase or decrease with fuel price levels. We do not apply fuel surcharges to reservations unless fuel average prices are over $2.50/gal.

Hourly minimum: Also known as “garage-to-garage time” or “portal time,” this standard charge reflects the minimum hourly rate of any vehicle. For flat rate transfers, this flat charge represents the time the vehicle leaves our facility until it returns after drop off. As Directed reservations are billed at a higher hourly minimum, as the reservation is billed per hour. All reservations above the minimum hour requirement are billed in whole hours only in one (1) hour increments. We do not charge in quarter or half hour increments (ex. 4.25 hours will be billed at 5 hours). Hourly minimums may increase depending upon the vehicle type and the final travel time of the vehicle during your reservation.

Late cancellation: When customers are unable to provide adequate notice of canceling a reservation, they will be charged the full trip fare and a 20% gratuity charge. Lone Star Executive Limousine must have three hours’ notice from the pickup time on the reservations at minimum. For all hourly reservations, 7 days notice is required to avoid a late cancellation charge.

No-show: This charge is incurred when the passenger cannot be located or contacted by the chauffeur or Lone Star Executive Limousine within (a) one hour for airport pickups (time begins when the passenger’s plane lands) or (b) 30 minutes for non-airport pickups. A no-show charge includes the full trip fare and a 20% gratuity charge to the customer’s payment information. Customers having trouble locating your chauffeur should avoid incurring this charge by not leaving the requested pickup location without first contacting us at (888) 377-7232 or (832) 585-7338.

Sanitation Fee: This charge is incurred when excessive cleanup or sanitation is required on one of our vehicles due to drink or food spills, vomit, or excessive dirt/mud. While we do understand that regular cleaning is a requirment of our vehicles, we do expect that our guests will take reasonable amounts of care in helping us maintain the cleanliness of our vehicles. We do not charge any additional fees for regular expected cleaning of vehicles at any time. In the instances of bodily fluid cleanup, we require that an outside company capable of cleaning bio-hazards professionally clean the vehicle, and we charge a fee on a per incident basis (one fee for every incident.) The sanitation fee is $250.00 per incident.

Suggested Gratuity: For all reservations, a suggested percentage of the vehicle’s base rate is added to the trip total for chauffeur gratuity. Any gratuity that may appear on your invoice is wholly voluntary; the amount constitutes only a suggested sum and is entirely left to the discretion of the customer, and can be negotiated or waived at any time.

Taxes: Taxes are subject to change without notification, as Lone Star Executive Limousine has no control over if or when a tax increase may be imposed by various governmental agencies. Taxes are charged as they are incurred. For travel in Texas, no state sales tax is required or collected.

Tolls: This charge represents tolls that may be incurred by Lone Star Executive Limousine between the pickup and drop-off destinations, as well as tolls during the chauffeur’s return trip. Tolls are calculated for all flat-rate transfers based upon the most expeditious route. Tolls are billed as incurred for hourly reservations.

Waiting time: Delays are inevitable, which can sometimes keep customers from meeting their chauffeurs. For each reservation, we provide a window of time for customers to greet their chauffeurs at the requested pickup time and location before incurring charges.

Airport pickups: Lone Star Executive Limousine monitors all commercial airline information provided by the customer to ensure on-time airport pickups. We allow a 30-minute grace period on all domestic arrivals and a 60-minute grace period on all international arrivals. Waiting time charges will apply after the grace period and are accrued in 15-minute increments, based on the vehicle’s hourly rate.

Non-airport pickups: We allow a 15-minute grace period on all pickup locations other than airports. Waiting time charges will apply after the grace period and are accrued in 15-minute increments, based on the vehicle’s hourly rate.

Our vehicles are garaged in a controlled environment and consistently serviced and inspected by our team of ASE-certified mechanics.

Vehicle type and availability may vary when traveling outside of our corporate-owned locations.

DO YOUR AFFILIATES HAVE THE SAME QUALITY STANDARDS?

Yes! In order to transport our customers, Lone Star Executive Limousine affiliate partners must reflect our customer service and operations philosophy. We have an extended affiliate network with partners that operate all over the world under a set of standards that meet our most stringent and highest expectations.

HOW DO I OBTAIN A RECEIPT?

Customers with account profiles can print trip receipts instantly by logging into their account and accessing specific trip they are needing a receipt for, along with the many other benefits that come with creating a customer profile.

WHEN DO I NEED TO NOTIFY LONE STAR OF ANY RESERVATION CHANGES OR CANCELLATIONS?

Lone Star Executive Limousine takes reservation changes and cancellations by e-mail and phone. Let us know about any updates as soon as possible.

By e-mail: Requests submitted via email can be made at least 24 hours prior to the pickup time on your reservation, and can be submitted to resv@lonestarexecutivelimo.com. Make sure to reference your reservation confirmation number.

By phone: Requested submitted via phone can be made at least three hours prior to the pickup time on your reservation by notifying our reservation agents at (888) 377-7232 or (832) 585-7338.

WHAT IF I CAN'T LOCATE MY CHAUFFEUR?

Periodically, our experienced and professional chauffeurs have difficulty making contact with customers. Even though our chauffeur is in your neighborhood, it may be difficult for him or her to make contact with you.

If you are having trouble locating you chauffeur, please take the following steps to ensure you avoid incurring any no show, late cancellation or wait time charges.

Stay put: Do not leave the pickup location on your reservation.

SMS alerts: If you are signed up for Chauffeur Notification alerts, you will have been provided with the chauffeur’s mobile number.

Stand by the phone: The chauffeur has also been provided with your contact information and may contact you to advise of his or her location.

Contact Lone Star: Call us at (888) 377-7232 or (832) 585-7338, and follow the prompts to inquire about the status of your chauffeur’s arrival. Our Dispatch department will contact the chauffeur and provide you with an updated status on his/her arrival.

HOW WILL I KNOW ONCE MY CHAUFFEUR ARRIVES ONSITE?

Customers can elect to receive Chauffeur Notifications SMS alerts to let you know when your driver has been dispatched and again when they arrive at your pickup location.

To receive these alerts for a current reservation, give your reservation number to a reservation agent. If you have signed up for alerts in the past, your account will have this active and you will receive alerts for every new reservation.

I REALLY LIKED MY CHAUFFEUR. HOW DO I REQUEST HIM OR HER AGAIN?

A lot goes into training and selecting the few to become Lone Star Executive Limousine chauffeurs, and we’re happy to hear you had a great experience.

When booking your next reservation online, submit your request, along with the chauffeur’s name, in the comments section. If you’re having trouble remembering his or her name, speak to someone in our Reservations Center to help find that information. When booking over the phone, let our reservations agents know who your favorite chauffeur is.

We understand how comforting it can be to have a chauffeur you know and trust. While we cannot guarantee your request, we will do everything possible to have your favorite chauffeur available.

IS GRATUITY INCLUDED?

A suggested gratuity charge is calculated into the total on your reservation confirmation. Any gratuity that may appear on your reservation confirmation is wholly voluntary and the amount constitutes a suggested sum only and is entirely left to the discretion of the customer, and can be negotiated or waived at any time prior to your reservation. Any changes to this amount must be received within 5 business days after your reservation. After 5 business days, this amount is deemed to be acceptable by you, and will be considered a final authorization to charge/collect this amount.

DOES LONE STAR SUPPORT CORPORATE TRANSPORTATION OR LARGE GROUP EVENTS?

To set up a new corporate account, contact our Sales or Meetings & Events departments today, or reach out to us through the Contact Us page and request a corporate direct billing account.

DOES LONE STAR EXECUTIVE LIMOUSINE WORK WITH TRAVEL AGENCIES?

Absolutely! We partner with many travel agencies when their customers require trusted chauffeured transportation providers. Our reservations system is seamlessly integrated with Deem/Concur/Sabre/Worldspan and other global distribution systems and online travel booking tools to receive reservation requests instantly.

Reach out to our sales department at (888) 377-7232 or resv@lonestarexecutivelimo.com to lean more how we can support your customers. Ask us about creating a travel agent commission program for new and ongoing business.

DO YOU HAVE HOURLY MINIMUMS?

Yes, we have hourly minimums for vehicle rentals that may vary depending on day of week, time, and certain periods where demand may be higher than normal (i.e. prom season, spring wedding season, etc.) Our normal hourly minimum reservation is four (4) hours, but may less or greater depending on these factors. Please contact us to inquire about our current hourly minimums in place for your desired date.

WHAT IF I AM HAVING TROUBLE PAYING MY CHARGES?

Financial hardships affect many people, and we completely understand that things can come up that can make it hard to pay certain debts. If this happens to you, please call us so that we can work out some arrangements to help you meet your obligations in the most amicable way possible.

If you are having trouble paying your charges, or your credit card is declined for any of our charges, we will be happy to work out a solution. However, you must contact our accounting department at (888) 377-7232 x 3 or at accounting@lonestarexecutivelimo.com to work out payment arrangements. Failing to contact us to resolve any open balances may result in interest charges, late fees, and collection fees being added to your account. The fees for past due accounts are:

18% per annum (1.5% per month) in interest being added to you account beginning 30 days after your balance remains unpaid.

A 15% late fee will be assessed to all reservations remaining unpaid one (1) business day after the reservation, unless alternative payment options have been pre-arranged. The late fee will be calculated on the total balance due.

If your account remains unpaid 45 days, unpaid balances will be referred to our attorney for collection and suit. Any attorney’s fees, collection fees, court costs, civil service costs, late fees, interest, and penalties will be due along with the original outstanding balances to the highest amount allowable by law.

Failing to remit payment in full on any open invoices may result in criminal and/or civil prosecution.